The implications of advance directives on the health care institution
Article Abstract:
The Patient Self-Determination Act of 1990 (PSDA), requiring all health care services participating in Medicaid or Medicare to ask patients about the existence advance directives such as living wills or durable power of attorneys, or advance directives, will have far-reaching effects on the medical community. The PSDA will increase communication among patients, their families and health care industries. It empowers patients to make their own treatment decisions. Nearly 80% of physicians in a recent survey advocated advance directives.
Publication Name: Hospital & Health Services Administration
Subject: Health care industry
ISSN: 8750-3735
Year: 1992
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Service recovery in health services organizations
Article Abstract:
Service recovery is a quality-management function whose aim is to change dissatisfied customers' negative perceptions and to maintain business relationships with those customers. Service recovery methods can be psychological or tangible, and they can be applied preventively, concurrently or post hoc. Psychological service-recovery methods include apologizing for poor service and explaining why it occurred.
Publication Name: Hospital & Health Services Administration
Subject: Health care industry
ISSN: 8750-3735
Year: 1993
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